Uhall rentals Complaint - Why not to do business with Uhall; My worst "customer service" Experience

TORONTO, OREGON -- My experience with UHALL was horrific to put it at minimum. The initial time that I had booked to pick up the trailer I had reserved for rental I was no able to pick it up because the location personnel didn’t have adequate training to hook up the trailer for me. They were extremely rude and obnoxious. They came 2 hours late from the time I had it booked for and I was forced to move the pickup date of the trailer by one week even though the trailer was "guaranteed" for pick up. The regional customer service agent was very unsatisfying and made no effort to get me a different location to pick up a trailer. The next week they "guaranteed" me that I would have a trailer at the "Rexdale" location and even there when Friday came around they failed to keep my reservation, and made no effort to find me a trailer in the area that I could pick up. Instead they payed me $50 for failing to hold the trailer and they rudely ushered me out the door without making efforts to get me the trailer I needed. I almost had to reschedule my move again for the second time despite "UHALL "guarantees". I then called other UHALL locations and I was able to find a trailer at short notice in Brampton (about one and half hour away from the REXDALE location. Customer service at all three locations was horrible and the regional office of customer service was horrific. All UHALL did to compensate me for my ordeal experience was give me $50 in "guarantee" money and $33 in "VIP" certificate. I plan to share my ordeal with UHALL in my personal BLOG on line and by taking a first page add in the Toronto Sun and Toronto Star newspapers with other Torontonians so that they too know what to expect from UHALL and UHALL "GUARANTEES".

I am extremely frustrated and disappointed with UHALL and I will make sure to share my experience with all my relatives and friends and anyone willing to listen in my community so that they too know what to expect if they choose to rent or do business with UHALL.

On Thursday August the 6th I called UHALL customer service to reserve a 6x12 covered trailer (RV) --Contract # 09208452--. They told me that someone would call me back with a location to tell me what time and where to pick up the trailer. Someone from UHALL called me and told me to pick up my trailer at 720 Lawrence Ave West-(Lawrence Ave and Dufferin) location in Toronto, Ontario, Canada. I went there for 10:30 am to pick up the trailer but the Uhall dealer was not even Open I called the Telephone number listed outside the location door and they told me they would be there around noon time and that I had to wait. I waited for Noon time and the Uhall dealer came in with a pertable Laptop and asked for my Credit card to complete the transaction. For a minute I thought that he was not legitimate and I hesitated to give him my credit card because he looked a little "funny". but because of time constraints and because I had to get it home so that I can move I gave him my credit card and we completed the transaction. When time came for the UHALL dealer to hook up the traler to my vehicle the dealer told me that I had to hook it up myself since he was not liable to hook it up for me. He was extremely rude and agitated when I pointed out that the UHALL website says that he has to inspect my vehicle and hook up the trailer for me for safety reasons. The Uhall dealer wouldent hear of it and began yelling and told me the transaction was complete and I could do whatever I wanted since I was liable for the trailer since I had completed rental agreement. and left the premises and began giving me dirty looks and speeking a different language with other people in the establishment. he even refused to cancel the agreement and give me my money back. I called UHALL customer service and they told me that the location was a UHALL "Associate" that was not trained to hook up the trailer for me and that I had to travel to "OSHAWA" to pick up a different trailer since that was the only trailer available on short notice. Oshawa is a town about one and half hour away from where I live and I could not pick up the trailer there. they told me to get my money back from the location since they would reverse the transaction for me. the location reversed the transaction shortly after but not before they cursed me and gave me dirty looks. they didn’t even pay me the $50 "UHALL GUARANTEE" MONEY for failing to provide me with a trailer or even apologize for their mistake. My experience with UHALL was horrific to put it at minimum. The initial time that I had booked to pick up the trailer I had reserved for rental I was no able to pick it up because the location personnel didn’t have adequate training to hook up the trailer for me. They were extremely rude and obnoxious. They came 2 hours late from the time I had it booked for and I was forced to move the pickup date of the trailer by one week even though the trailer was "guaranteed" for pick up. The regional customer service agent was very unsatisfying and made no effort to get me a different location to pick up a trailer. The next week they "guaranteed" me that I would have a trailer at the "Rexdale" location and even there when Friday the 14th came around they failed to keep my reservation, and made no effort to find me a trailer in the area that I could pick up. Instead they paid me $50 for failing to hold the trailer and they rudely ushered me out the door without making efforts to get me the trailer I needed even though they had "assured" me that they would keep the trailer for me. I almost had to reschedule my move again for the second time despite "UHALL "guarantees". I then called other UHALL locations and I was able to find a trailer at short notice in Brampton (about one and half hour away from the REXDALE location. Customer service at all three locations was horrible and the regional office of customer service was horrific. All UHALL did to compensate me for my ordeal experience was give me $50 in "guarantee" money for the "REXDALE" Location failure and $33 in "VIP" certificate for the initial "720 Lawrence location experience". I plan to share my ordeal with UHALL in my personal BLOG on line and by taking a first page add in the Toronto Sun and Toronto Star newspapers with other Torontonians so that they too know what to expect from UHALL and UHALL "GUARANTEES". I am sure people don’t know how fake an Uhall "guarantee" is, however they will be dully informed by simply reading my experience on my Google blog, Toronto sun and Toronto star newspapers.

Mrs. Dona Sweeney (tel # 416-335-1250) from the customer service desk called me to "apologize" about my experience and making promises that Uhall coupons were being e-mailed to me immediately as some show of "reconciliation" however as of yet I have not received not even phone call from her as she promised she would call me back. I called three times after her phone call to try to contact her but all I have achieved so far from your "customer service representative was stone walling and ignoring me. That is Uhall customer service for you. Uhall is the most disorganised, insensitive company I have done business with. On top of everything I was sent an e-mail of apology from a Karen Trumbull from Uhall with a disclosure in it along the lines that I can’t transmit their e-mail. Canada's Constitution allows me to transmit any information as I am free to practise freedom of the press, freedom of speech and freedom of expression. There is Uhall for you, threatening their customers to keep quiet about disappointing customer experiences with "legal" threats to keep quiet. Utube, Google Blogs, mass e-mails and Toronto star and Toronto sun adds will get the job done in letting everyone know of my Uhall experience.

I am extremely frustrated and disappointed with UHALL and the Company's handling of my case, and I will make sure to share my experience with all my relatives and friends and anyone willing to listen in my community so that they too know what to expect if they choose to rent or do business with UHALL.

On your personal blog, you might want to spell it as Uhaul... the correct way. Especially, if you're going to use all caps everytime you type it.

Posted by Anonymous on 2009-08-25:

Sounds like you had a hell of an experience, though.

Posted by BokiBean on 2009-08-25:

LOL

Sometimes spelling and grammar corrections grate on my last nerve, but in this case, its darned good advice! :D

Posted by BokiBean on 2009-08-25:

worst, you DO want to correct that spelling, because anyone looking up UHaul reviews is going to miss this one..

Posted by Anonymous on 2009-08-25:

I couldn't help it, Boki. It's the company name, for crying out loud. At least, that part needs to be spelled correctly.

Posted by BokiBean on 2009-08-25:

You did good! :D

Posted by JR in Orlando on 2009-08-25:

I would go to a friend and learn how to hitch up a trailer. Even if you don't do it yourself, it is important to know because otherwise your safety is dependant on the service person doing it correctly. I would also have your friend check to see if you have the right set up for U-Haul trailers. I have borrowed trailers from friends, where I did not have the correct ball size or electrical connection adapter. It seems odd that all these places would not hitch the trailer up, which makes me think there may be problem with your towing set-up.